User Experience Design for Vehicles

User Experience Design for Vehicles

Tutorial @ AutomotiveUI 2012

1

Introduction

•  Vehicles have become a “temporary” mobile workplace and home-place for both drivers and passengers

•  interaction with information about one’s own identity

•  entertainment

•  relationship-building/maintenance (e.g., communication with others)

•  access to information resources (e.g., travel information, references, other databases)

•  Vehicles as communication, entertainment, and information environments

•  Vehicles as interaction and living context [Boehm-Davis et al (2003)]

1

Introduction

•  Definitions

•  Contextual User Experience (UX)

•  UX Factors

•  UX in the Car

•  Example UX studies

2

UX Definition

•  Up to now UX “is associated with a broad range of

fuzzy and dynamic concepts” [Law et al., 2008]

•  There is a broad range of different definitions, e.g.: §  ISO/DIS 9241-210

§  Nielsen-Norman Group

§  Uxnet (http://www.uxnet.org)

§  Sward & MacArthur, 2007

§  Hassenzahl & Tractinsky, 2006

§  Mäkelä & Fulton Suri, 2001

2

UX Definition

•  Non-utilitarian aspects of interactions

•  shifting to user affect, sensation,

•  shifting to meaning,

•  shifting to values,

•  hedonics, aesthetics and beauty

•  Quality of interaction as much more comprehensive

concept

•  All the aspects of how people use an interactive

product: the way it feels in their hands, how well they

understand how it works, how they feel about it while

they are using it, how well it serves their purposes, and

how well it fits into the entire context in which they are

using it

2

UX-Definition

[Hassenzahl & Tractinsky, 2006]

•  UX is a consequence of

§  a user’s internal state (predispositions, expectations, needs, motivation, mood, etc.),

§  the characteristics of the designed system (e.g. complexity,

purpose, usability, functionality, etc.) and

§  the context (or the environment) within which the interaction occurs (e.g. organisational/social setting, meaningfulness of the activity, voluntariness of use, etc.)

2

UX Definition

[Hekkert, 2006]

•  (…) the entire set of effects that are elicited by the

interaction between a user and a product, including the

degree to which all our senses are gratified (aesthetic

experience), the meanings we attach to the product

(experience of meaning), and the feelings and emotions that are elicited (emotional experience).

2

Our UX Definition

(Instant) User Experience is defined as the user’s sensory, emotional and reflective response to the interaction with a system in a context.

"

User: Someone who uses or employs something, i.e. the role of a

user is defined by the process of interacting with a system."

System (Product/Service): A group of devices or artificial objects

that are organized for a purpose. "

Context: Context refers to the interrelated conditions in which

something exists or occurs."

Interaction: A chain of interdependent actions and reactions

between a user and a system."

" " " "

2

UX Definition

[Oppelaar 2008]:

•  Experience goes beyond the artefact

•  Experience goes behind the actual use

•  Experience is a momentum

•  Analysis of experience requires multidisciplinary viewpoints

2

UX Definition

Roto 2006 User Needs Resources Emotional State Experiences Expectations System Products involved Objects involved Services involved People involved Infrastructure involved Context Physical Context Social Context Temporal Context Task Context Interaction USER EXPERIENCE Per ception

Relationship to other people USER Mood SOCIAL CONTEXT Example Factors: UX Reflective Sensory Emotional R S E Example Factors: SYSTEM CONTEXT Example Factors: INTERACTION Findability Consistency Flexibility Personalization Errors Texture Ergonomics Embodiment Unobtrusiveness Robustness Roughness Adaptivity Customization Mobility Role Location/Place Number of People Temperature Habits Desirability Motivation Curiosity Behavioral tendencies Overall judgements Needs User values Skills Predispositions Expectations Investment Usage behavior Interest USER CONTEXT PHYSICAL CONTEXT Example Factors: Gender Hierarchy Origin Reputation TEMPORAL CONTEXT Noise (Audio) Light (Vision) Taste Smell Weight Size Knowledge

Relationship to other People

Interpersonal Trust Expertise

Languages Norms

3

Contextual UX

USER Mood SOCIAL CONTEXT UX SYSTEM CONTEXT USER CONTEXT PHYSICAL CONTEXT TEMPORAL CONTEXT

4

Temporality of UX

“_{User experience is the complete experience of a user}

before, during or after the use of a product or service,

directly caused or changed by this product or service. There are many aspects influencing the user

experience, e.g. fulfillment of user needs and desires, usability aspects, emotional aspects of product

usage.” [Eggenkamp, 2006]

User Experience Phases [Roto, 2007]

5

UX Factors

•  Trust

•  Sensoric Attitudes / Aesthetics •  Perceived Workload / Stress •  Fun/Enjoyment •  Usability •  User Acceptance •  Co-Experience •  Perceived Safety •  Emotion

5

Trust

•  Trust is a basic organizing principle of interpersonal

exchange relations. It can be described as the problem of acting without knowing the reaction of the exchange partner in advance [Leimeister et al (2005)]

•  Trust is one of the most important social concept that

helps human agents to cope with their social

environment and is present in all human interaction

5

Trust

Trust exists between a trusting party (

trustor

) and a party to

be trusted (

trustee

). The development of trust depends on the

ability of the trustee to act in the best interest of the trustor and

the degree of trust that the trustor places on the trustee.

systems (system trust)

people (interpersonal trust)

organizations (organizational trust)

5

Sensoric Attitudes / Aesthetics

•  Everything humans perceive must enter their minds through their senses. Designing for smell, taste, touch, sound and sight is combined in the term sensorial

design [Shedroff, 2001]

•  A deeper understanding of sensorial attitudes can

result in more intuitive and easy to grasp interfaces by interacting with users in an innovative way

5

Perceived Workload / Stress

•  The effort invested as a response to a demand placed

on humans, physical and/or mental in nature

•  Limited processing capacity theory: human mental

resources are limited and that their deployment is

under voluntary control. The higher the demand, the more resources have to be invested in order to keep the performance stable

•  Cause is both external (task demand) and internal

5

Fun / Enjoyment

•  Things are fun when they attract, capture, and hold our attention by provoking new or unusual perceptions, arousing emotions in

contexts that typically arouse none, or arousing emotions not typically aroused in a given context. Things are fun when they

surprise us; when they don’t feel like they look, when they don’t

sound like they feel. Things are fun when they present challenges

or puzzles to us as we try to make sense and construct interpretations [Carroll, 2004].

•  [Brandtzæg et al. (2003) ] present three main design implications for designing enjoyable technologies

1.  User control and participation, with appropriate challenge 2.  Variation and multiple opportunities

5

Usability

•  ISO 9241-11 (1998) specifies usability as: The extent to

which a product can be used by specified users to

achieve specified goals with effectiveness, efficiency

and satisfaction in a specified context of use.

•  Therefore it is interesting to find out, for example:

•  Is the system easy to use?

•  Can users quickly learn to use this system?

5

User Acceptance

•  User Acceptance can be defined as “the demonstrable

willingness within a user group to employ technology

for the tasks it is designed to support” [Dillion, 2001]

•  Technology Acceptance Model (TAM) [Davis 1989]

•  Perceived Usefulness: the extent to which the individual

believes that using a system will enhance his/her job performance

•  Perceived Ease of Use: the extent to which an individual

believes using a system will be free of effort

•  Behavioral Intention of Use: The intent of the user to use the technology once it is made available

5

Co-Experience

•  Co-experience is about user experience in social

contexts

•  Co-experience takes place as experiences are created

together, or shared with others

•  Co-experience reveals how the experiences an

individual has and the interpretations that are made of

them are influenced by the physical or virtual presence

of others

5

Perceived Safety

•  The perception of humans to what extent one is safe;

the perceived level of danger while using an interactive

system

•  Design and behaviour of a system can positively influence the perceived safety

•  A high level of perceived safety might be desirable in some areas but can also lead to negative effects such as users stop paying sufficient attention when handling dangerous tasks

•  Make user aware of the difference of perceived safety

and objective safety when designing interactive

5

Emotion

•  The driver’s emotional state is an important issue for automotive safety.

•  Since emotions affect perception and action, they are relevant for traffic participation. A number of driving behaviors are negatively affected by emotions, linking anger or aggression to accidents (see e.g. [Lajunen & Parker, 2001].

•  Relevant emotional states during driving are e.g., •  Aggressiveness & Anger

•  Stress

•  Anxiety

•  Sadness

6

User Experience in the Car

•  Apart from Usability & Usefulness, the Drivers’ Experience needs to get into the focus on a more

comprehensive level

à  Focus: How to design cars & in-car systems that

provide positive and desirable experiences to drivers and passengers?

6

Car Experience Spaces

Front Seat Passenger Experience

„source of both

assistance & distraction“

Driver Experience

„area of a variety

of safety-critical interactions“

Rear Seat Passenger Experience

„included towards a holistic picture of the cabin“

6

Car Experience Spaces

Driver Front Seat

Passenger Rear Seat Passenger

Context

Car is highly linked to context aroung it

Understanding of context factors is important to understand experiences

7

Investigating Car UX

•  Lab Studies

§  Highly controllable

§  Reduced realism

•  In-Situ Studies

§  Researcher present (e.g., Ethnography, Contextual Inquiry)

§  High effort, safety issues

§  High realism, natural surrounding

•  Remote In-Situ Studies

§  Researcher not present (e.g., ESM, Video Ethnography)

§  Mostly technology supported

7

Investigating Car UX

•  The Dangerous Car

§  How can we avoid that somebody gets harmed during a study?

§  Safe integration of equipment, unobtrusive observation

•  Limited Space

§  Limited space to include researcher and/or equipment

§  Intrusion into the social space

•  The Moving Car

§  Changing environmental

conditions (light, noise, ...)

§  High effort travelling for researcher

8

Example Studies (1)

•  [Leshed et al (2008)]: In-car gps navigation: engagement with and

disengagement from the environment

•  Ethnographically-informed study with GPS users

•  Found evidence for practices of disengagement of

users with their environment.

§  You no longer need to know where you are and where your destination is, attend to physical landmarks along the way, or get assistance from other people in the car and outside of it.

•  Also found opportunities

§  Discovering invisible landmarks, exploring previously

8

Example Studies (2)

•  Automotive HMI Test (under publication): Audi MMI, BMW iDrive, Mercedes COMAND

•  Video Summary available online (german):

8

Example Studies (3)

•  [Meschtscherjakov et al (2009)]:

Acceptance of future persuasive in-car interfaces towards a more economic driving behavior.

•  Evaluate future eco-friendly interfaces towards their

user acceptance

•  Online Survey based on TAM (+added questions

towards disturbance, security risks, suitability)

•  Results: Augmentation of existing interfaces was most

8

Example Studies (4)

•  [Knobel et al. (2012)]: Clique Trip: feeling related in different cars

•  Stress the importance of creating relatedness

experiences when travelling in different cars to the same destination

•  Conducted a case study:

§  Addressed analysis, design, and evaluation of the experience

regarding the Clique Trip prototpye

§  Insights were derived from experience reports, implemented in

the car and evaluated on the road.

•  Demonstrated how they designed for a positive social

experience in the automotive context to evoke a feeling of relatedness and closeness while driving

8

Example Studies (5)

•  [Harris & Nass (2011)]: Emotion regulation for frustrating driving

contexts

•  Negative emotional states – e.g., through frustrating events –

are dangerous during driving

•  Examined effects of cognitively reframing frustrating events

§  Task: navigate a challenging driving course that included

frustrating events such as long lights and being cut-off (N=36)

§  3 conditions:

•  Reappraisal-down: voice prompts that should deflate negative reactions

•  Reappraisal-up: voice prompts that brought attention to the negative actions of vehicles and pedestrians

•  Silent: no voice prompts

•  Result: Participants in the reappraisal-down condition had

better driving behavior and reported less negative emotions

à Lowering frustration on the road could be done by

8

Example Studies (6)

•  [Inbar & Tractinsky (2011)]: Make a Trip an Experience: Sharing

In-Car Information with Passengers

•  Suggest to involve passengers in the handling of

in-vehicle information systems (IVIS)

à also consider needs of passengers and their potential

contribution as additional information handlers who buffer the driver from information overload

à Benefits:

§  For passengers: reduced boredom, increased trust, a sense of inclusion

5

Example Studies (7)

•  [Eckoldt et al. (2012)]: An Experiential Perspective on Advanced

Driver Assistance Systems.

•  Stresses the experiential perspective in the automotive

domain

•  Study on advanced driver assistance systems (ADAS) §  How do ADAS impact people’s driving experience?

§  Results show that there is a difference in the usage of ADAS

with regard to “joy of driving” and “joy while driving”:

•  ADAS are perceived rather negatively when „joy of driving“ is in the fore, as this is related to a feeling of mastery and control over the car. •  ADAS are perceived rather positively when „joy while driving“ is in the

fore, as this stems from aspects beyond driving, e.g., through a stimulating landscape or through feeling related to others inside or outside the car.

9

Summary

•  User Experience is a comprehensive concept which

needs comprehensive consideration

•  There are relations between factors •  There is a temporal dimension

•  There is a contextual dimension

•  UX insights in some domains not necessarily hold also

in the car context

•  More studies are needed to get a bigger picture (still

Annex: Selected References

•  Boehm-Davis, D. A., Marcus, A., Green, P. A., Hada, H., and Wheatley, D. 2003. The next revolution: vehicle user interfaces and the global rider/driver experience. In CHI EA ’03, 708– 709.

•  Brandtzæg, P.B., Følstad, A., & Heim, J. (2003). Enjoyment. Lessons from Karasek. In M. A. Blythe, K. Overbeeke, A. F. Monk and P. C. Wright (Eds.), Funology: from usability to

enjoyment (pp. 55-65). Dordrecht, the Netherlands: Kluwer. •  Carroll, J. M. (2004). Beyond fun. interactions, 11(5):38–40.

•  Davis, F., Bagozzi, R., & Warshaw, P. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management science, 982–1003.

•  Dillon, A. (2001) User Acceptance of Information Technology. In W. Karwowski (ed). Encyclopedia of Human Factors and Ergonomics. London: Taylor and Francis.

•  Eckoldt, K., Knobel, M., Hassenzahl, M., Schumann, J. An Experiential Perspective on Advanced Driver Assistance Systems. it - Information Technology, 54(4), (2012), 165-171. •  Forlizzi, J. and Battarbee, K. (2004). Understanding experience in interactive systems. In DIS

’04: Proceedings of the 5th conference on Designing interactive systems, pages 261–268, New York, NY, USA. ACM.

Annex: Selected References

•  Gambetta, D. (1990). Trust: Making and breaking cooperative relations.

•  Harris, H., Nass, C. 2011. Emotion regulation for frustrating driving contexts. In Proc. CHI 2011, ACM Press (2011), 749-752.

•  Hassenzahl, M., Tracinsky, N. 2006. User experience - a research agenda. Behavior and Information Technology 25(2), 91–97

•  Hassenzahl, M. Experience Design: Technology for All the Right Reasons, Morgan and Claypool Publishers, 2010.

•  Hekkert, P. (2006). Design aesthetics: Principles of pleasure in product design. Psychology Science, 48(2):157–172.

•  Inbar, O., Tracinsky, N. (2011). Make a trip an experience: sharing in-car information with passengers. In Proceedings of the 2011 annual conference extended abstracts on Human factors in computing systems (CHI EA '11). ACM, New York, NY, USA, 1243-1248.

•  Jonsson I.-M., Nass C., Endo J., Reaves B., Harris H., Le Ta J., Chan N., Knapp S., 2004. Don't blame me I am only the driver: impact of blame attribution on attitudes and attention to driving task. In CHI '04 Extended Abstracts on Human Factors in Computing Systems (CHI EA '04). ACM, New York, NY, USA, 1219-1222.

Annex: Selected References

•  Knobel, M., Hassenzahl, M., Lamara, M., Sattler, T., Schumann, J., Eckholdt, K., Butz A. (2012). Clique Trip: feeling related in different cars. In Proc.of DIS '12. ACM, 29-37.

•  Law, E. L.-C., Roto, V., Hassenzahl, M., Vermeeren, A. P., Kort, J. 2009. Understanding, scoping and defining user experience: a survey approach. In CHI ’09: Proceedings of the 27th international conference on Human factors in computing systems. ACM, New York, NY, USA, 719–728.

•  Lajunen, T. and Parker, D. (2001). Are aggressive people aggressive drivers? A study of the relationship between self-reported general aggressiveness, driver anger and aggressive driving, Accident Analysis & Prevention, Volume 33, Issue 2, 1, p. 243-255.

•  Leshed, G, Velden, T., Rieger, O., Kot, B., Sengers, P. 2008. In-car gps navigation:

engagement with and disengagement from the environment. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI '08). ACM, New York, NY, USA, 1675-1684.

•  Mäkelä, A. and Fulton Suri, J. (2001). Supporting users’ creativity: Design to induce

pleasurable experiences. In Proceedings of the International Conference on Affective Human Proceedings of the International Conference on Affective Human Factors Design, pages 387– 394. ASEAN Academic Press.

•  Norman, D. A. 2003. Emotional Design: Why We Love (or Hate) Everyday Things, Basic Books.

Annex: Selected References

•  Meschtscherjakov, A., Wilfinger, D., Scherndl, T., Tscheligi, M. . 2009. Acceptance of future persuasive in-car interfaces towards a more economic driving behaviour. In . In Proceedings of the 1st International Conference on Automotive User Interfaces and Interactive Vehicular Applications.

•  Nass, C., Jonsson, I., Harris, H. Reaves, B., Endo, J. Brave, S., Takayama, L. 2005.

Improving automotive safety by pairing driver emotion and car voice emotion. In Procs CHI EA '05. ACM, NY, USA, 1973-1976.

•  Oppelaar, E., Hennipman, E. and van der Veer, G. 2008. Experience design for dummies. In Proceedings of the 15th European conference on Cognitive ergonomics: the ergonomics of cool interaction (ECCE '08), Julio Abascal, Inmaculada Fajardo, and Ian Oakley (Eds.). ACM, New York, NY, USA, , Article 27 , 8 pages.

•  Roto, V. (2006). User experience building blocks. In Law, E., Hvannberg, E., and Hassenzahl, M., editors, Proceedings of the The Second COST294-MAUSE International Open Workshop: User Experience-Towards a Unified View, pages 124–128.

•  Roto, V. (2007). User experience from product creation perspective. In Law, E., Vermeeren, A., Hassenzahl, M., and Blythe, M., editors, Proceedings of the COST294- MAUSE affiliated workshop: Towards a UX Manifesto, pages 31–34.

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Contact

Christian Doppler Labor „Contextual Interfaces“ HCI & Usability Unit

ICT&S Center, University of Salzburg Sigmund-Haffner-Gasse 18

5020 Salzburg, Austria Manfred Tscheligi